This book leads the reader along that path of critical thinking, reflecting, and contemplating and offers alternative ways for service providers, customers, and suppliers to interact with each other.
This book leads the reader along that path of critical thinking, reflecting, and contemplating and offers alternative ways for service providers, customers, and suppliers to interact with each other.
Nadine Fruin is an independent ICT consultant and trainer and works internationally as owner of Fruin Consultancy & Training, based in the Netherlands. She holds a Master degree in Organizational Change Management from the Vrije Universiteit of Amsterdam. She was Master Trainer Lean IT for ITpreneurs in 2016 and 2017, giving numerous sessions on behalf of the Lean IT Association in English and Spanish for professionals worldwide. She is the creator of the Galileo Service Management Framework, developed in 2016-2017 for Spaceopal GmbH, which successfully secured the bid to be the Galileo Service Operator with the European GNSS Agency as customer. She is a consultant and trainer for Shipley Associates, a company with international presence which helps and enables companies worldwide with the preparation of complex bids with training, coaching or taking over parts of the tender preparation. Over the past 20 years she has fulfilled a variety of roles such as process and service manager, trainer, coach, organizational change manager and business developer in multiple organizations worldwide, covering all types of private and public institutions on the service provider, supplier and customer side of business.
Inhaltsangabe
Contents Preface ....................................................................................................xi Acknowledgments ..............................................................................xvii Author ..................................................................................................xix Endorsement ........................................................................................xxi Chapter 1 The Sorry State of Affairs .................................................. 3 Information Makes the World Go around ................................3 Methodologies, Models and Frameworks Galore ..................33 The ICT Bermuda Triangle: Service Providers, Customers and Suppliers ...........................................................45 Chapter 2 The Hallelujah Anglo Saxon Capitalist Model .............. 61 Money, Money, Money ... but We Do It for the Customer! ......61 Winners & Losers, Us & Them ................................................ 80 Not Humans, but Human Resources, Stupid! ........................89 Doing the Right Thing, Right, the First Time ....................... 99 Moral Split .................................................................................104 Chapter 3 The Fear Factor .............................................................. 115 Dancing to the Tune of the Pied Piper ..................................115 Professionals versus Zombies ..................................................125 Moral Burnout and Ethical Obsolescence ............................132 Chapter 4 The Way Forward ........................................................... 145 Imagine, a Value-Based Economic Business Model ............145 Psychological Waste .................................................................164 What to Do with all These Frameworks and Models ..........170 Responsibility and Accountability ... Oh Dear ....................180 Chapter 5 Conclusion ...................................................................... 187 Bibliography......................................................................................... 191 Index..................................................................................................... 197
Contents Preface ....................................................................................................xi Acknowledgments ..............................................................................xvii Author ..................................................................................................xix Endorsement ........................................................................................xxi Chapter 1 The Sorry State of Affairs .................................................. 3 Information Makes the World Go around ................................3 Methodologies, Models and Frameworks Galore ..................33 The ICT Bermuda Triangle: Service Providers, Customers and Suppliers ...........................................................45 Chapter 2 The Hallelujah Anglo Saxon Capitalist Model .............. 61 Money, Money, Money ... but We Do It for the Customer! ......61 Winners & Losers, Us & Them ................................................ 80 Not Humans, but Human Resources, Stupid! ........................89 Doing the Right Thing, Right, the First Time ....................... 99 Moral Split .................................................................................104 Chapter 3 The Fear Factor .............................................................. 115 Dancing to the Tune of the Pied Piper ..................................115 Professionals versus Zombies ..................................................125 Moral Burnout and Ethical Obsolescence ............................132 Chapter 4 The Way Forward ........................................................... 145 Imagine, a Value-Based Economic Business Model ............145 Psychological Waste .................................................................164 What to Do with all These Frameworks and Models ..........170 Responsibility and Accountability ... Oh Dear ....................180 Chapter 5 Conclusion ...................................................................... 187 Bibliography......................................................................................... 191 Index..................................................................................................... 197
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